From the course: AI Solutions and Techniques for Help Desk Operations
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Applications of NLP in sentiment analysis
From the course: AI Solutions and Techniques for Help Desk Operations
Applications of NLP in sentiment analysis
- [Instructor] As you've seen, natural language processing or NLP can be partly used in rule-based chatbots and fully leveraged in AI-based chatbots. But NLP can be used in other help desk applications too. Use cases include ticket routing and prioritization, knowledge base optimization, automatic response suggestions, customer feedback analysis, call transcription and analysis, self-service content improvement, multilingual support, predictive maintenance alerts, agent performance analytics, and, of course, the sentiment analysis, which is the subject of this lesson. Natural language processing or NLP used in this way analyzes customer emotions and intentions by processing textual data from support interactions. Such analysis helps identify customer moods, be they positive, neutral, or negative, and to pinpoint what they want or need, which may or may not be implicitly stated. By recognizing patterns in the language, NLP tools make it possible for help desk teams to take appropriate…
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